2. What is OCACCESS Online?
Fast and convenient reservation tool
Accessible through your computer, smartphone or tablet
Book, cancel and/or check on your currently booked and previous rides

3. Why Do We Need Web Booking?
Reduce the number of calls into the Solution Center
Improve Solution Center efficiency
More efficient utilization of staff
Improved customer experience
Easy
Convenient
Time-saving
MV rebranded the ‘call center’ as staff provides transportation solutions to increase mobility
Improve Solution Center efficiency – a reduced number of calls would provide the opportunity for agents to ‘focus on the customer’ instead of the number of calls
More efficient utilization of staff – for example, you could create sub-groups which would be able to provide more specialized service depending on the customer’s needs.

4. Solution Center Statistics

5. Technology at It’s Best

6. How We Got Started Negotiations with Trapeze on the Web module…
OCTA Board Approval

7. OCACCESS Online Brand Develop name, logo, look and feel of the website
Incorporate OCACCESS Online into existing OCTA webpage
User friendly
Meaningful and cost effective
Buy in from Special Needs Committee and community
Meaningful – provides something that the riders will actually use
Cost effective – we’re spending a lot of money on this, let’s make sure it hits the mark with our riders!

8. Soft Rollout Phone survey conducted to select interested participants
One-on-one customer training with an average of 30-minute sessions
Currently over 500 unique users
Over 14,500 rides booked
Application benefits home care centers, which book multiple rides at the same time
It was also welcomed by relatives who live away from their loved ones
As riders called in for their trip requests, Solution Center agents introduced the OCACCESS Online feature to gain interest
Interested riders whole be contacted by a dedicated staff person
To ensure that our riders fully understood what OCACCESS Online was and how to use it, we assigned a staff person who’s sole responsibility was to talk to every rider who showed interest in the feature.
This resulted in 1 on 1 customer training, averaging 30 minutes each
It’s not surprising to realize that many of our riders actually look forward to talking to the Solution Center staff as a part of their social activities.
Currently over 500…

9. Log-in Page
Once logged in through a secure portal on the OCTA.Net website…

10. Home Page Goal was to replicate the call center experience
Passengers will be taken to a screen where they will have multiple options.
When booking a trip, pickup times are negotiated
Landmarks and addresses are included for ease of use
Once their trip is booked, they will be able to see at a glance trip information,
including day and time for an entire month
You can see the trips you have taken in the past and the trips booked.

11. Booking a Trip
Passengers can book a trip to/from a new location, or click on the pull-down menu to choose a previously used location

12. Trip Details
When checking on a ride, they will be able to see a Google Maps view, the pick-up and destination information.
Another cool feature on this view is the ability to see when the vehicle is within an hour from the pick-up, a countdown time, based on the vehicles GPS.
Better yet, after the pick-up is performed, the countdown time resets in relation to when the vehicle is estimated to be at the final destination.
Great for family members and care givers!!
Wouldn’t it be great if it also worked on your Smartphone? Yes, the screen does accurately scale to a smartphone screen

13. Smartphone View

14. Next Steps Version 16 Install and testing by existing ACCESS customers
Evaluate customer acceptance and satisfaction
Official Rollout…YEA!!
Expand to include cashless fare payment – EZ Wallet
Integration between EZ Wallet other transit options
Expansion of functionality to include in-app fare payment. * Payment at this point is required directly by the driver.
Next Steps –
Evaluate acceptance and use by ACCESS customers,
Official rollout by July 1, 2017
Integration between EZ Wallet other transit options – as we explore other methods of providing paratransit service, such as TNC like Uber, Lyft and other providers which do not accept cash fare payment

15. EZ Wallet Allows for cashless fare collection
Reduces the time at ACCESS pick up locations
Improved customer experience
Expedites accounting process for cash fares
EZ Wallet will provide customers with the ability to pay for their ACCESS trip at the time of booking.
Similar to a PayPal account, passengers would have an account to debit their trip fare from, track expenditures, and replenish their account when needed.
Some of the benefits would include reduced time at each ACCESS pick-up, improved customer experience (some customers cannot negotiate or account for their fare, due their disability)

16. EZ Wallet Option on Web